Digital Innovation Improves Customer Experiences

 
 
By Dennis McCafferty  |  Posted 08-18-2017 Email
 
 
 
 
 
 
 
 
 
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    Digital Innovation Improves Customer Experiences
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    Digital Innovation Improves Customer Experiences

    The majority of CIOs and other tech leaders feel under pressure to constantly improve their organization's customer experience (CX) through digital innovation.
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    Powerful Presence
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    Powerful Presence

    73% of the CIOs and other IT executives and managers surveyed said digital tech is disrupting their industry.
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    Committed Investment
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    Committed Investment

    60% said their organization has spent at least $1 million on digital innovation/transformation projects within the past 12 months.
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    Dual Benefits
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    Dual Benefits

    62% said digital projects have created more efficient working processes during the past 12 months, and 44% said they have increased worker productivity.
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    Drivers of Digital Innovation/Transformation
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    Drivers of Digital Innovation/Transformation

    Improving customer experiences: 63%. Creating services and CX that stand out from the competition: 49%. Improving end-user experiences: 46%.
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    Notable Progress
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    Notable Progress

    80% of the IT leaders surveyed said they feel under pressure to constantly improve their customer experiences with technology. 52% said they have made significant improvements in transforming CX with digital innovation.
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    Delayed Reaction
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    Delayed Reaction

    Only 41% said they can make use of recent customer data in real time. The average minimum age of customer data that can be used is 28 hours.
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    Baby Steps
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    Baby Steps

    90% of the respondents said the revolutionary potential of digital projects is often discussed, but they mostly deliver only incremental improvements.
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    Big Barriers, Part I
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    Big Barriers, Part I

    40% of the IT leaders surveyed said a lack of resources represents a major obstacle in using data for new digital services, while 39% cited the complexity of using multiple technologies.
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    Big Barriers, Part II
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    Big Barriers, Part II

    36% said the reliance on legacy database technology represents a major obstacle in using data for new digital services, while 32% cited a lack of needed skills.
 

The vast majority of CIOs and other tech leaders said that they feel under pressure to constantly improve their organization's customer experience (CX) through digital innovation, according to a recent survey from Couchbase. Fortunately, most indicate they are making significant improvements here. However, there are considerable obstacles in the way: Relatively few of the survey respondents said they can make use of recent customer data in real time. In fact, the average minimum age of customer data that can be used extends by more than a day. In addition, a lack of resources, a reliance on legacy systems and the complexities involved in using multiple technologies are keeping companies from using data for new digital services. "Despite pumping millions of dollars into digital transformation projects, most companies are only seeing modest improvements that ultimately won't help them better compete in the future," said Matt Cain, CEO of Couchbase. "With IT leaders concerned that their revenue will drop if they don't improve customer experiences, it's critical that they focus on projects designed to increase customer engagement." A total of 450 CIOs and other IT executives and managers took part in the research, which was conducted by Vanson Bourne.  

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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